[access-uk] Re: An O2 story with lessons to be learned

From: "Jackie Cairns" <jackie.cairnsplace@xxxxxxxxxxxxxx>

To: <access-uk@xxxxxxxxxxxxx>

Date: Fri, 25 Feb 2011 08:13:35 -0000

Hi Chris
Yes by all means, but I couldn't answer your questions about whether or not
this is the norm. I took out a Simplicity pay monthly SIM only contract in
December when I switched from Voda owing simply to signal problems. For the
15 quid, they gave me O2 to O2 calls, unlimited texts, and 600 minutes.
When the chappy offered me an iPhone as a replacement this week, however, I
stipulated that I wouldn't change my tariff just because it was an iPhone.
So what we compromised was that I would pay an additional fiver for
unlimited WiFi and Hotspots, so that seemed fair enough to me as I knew it
would be useful.
I know you can now buy iPhones on a top-up basis, but I don't know anything
about their tariffs. My advice Chris is to go to one store at a time, hear
what they have to say, and then think it over before going to another shop.
If you do the rounds in one day, your brain will be cabbaged by the crap
they tell you. It's a minefield is what I'm saying, and you need to be
careful not to end up taking something they think is a good idea, but which
you've been sucked into and may regret later.
The Area Manager last night rang to say my iPhone is waiting for me, so I'm
going to collect it today with some friends and returning their N86. I hope
it will be all he agreed. He's also put an extra £50 on my account for
inconvenience, so certainly their attitude has dramatically changed, which
makes life easier for me as it's become very tiring.
Thanks to everyone as ever for your kind words and support. I would welcome
any tips if I need to ask, and hope to do likewise if I can assist anybody
else.
Kind Regards,
Jackie Cairns
J&M Work-Ability
jandm@xxxxxxxxxxxxxxxxxx
www.work-ability.co.uk
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of
chris hallsworth
Sent: 24 February 2011 21:51
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: An O2 story with lessons to be learned
Hi Jackie.
I am wondering if we can chat off list? I am interested in the fact you are
going to get an iPhone using your simplicity tariff. Could I do this, or is
it because of the threat you posed to O2. By threat I mean you would take
further action if the dispute with O2 was not resolved within fourteen days.
Thank you.
Take care.
Chris Hallsworth
On 24/02/2011 09:23, Jackie Cairns wrote:
> I hope the moderator will forgive a long post, though I will try to
> make it as brief as possible given it is a complex story that requires
> the major points only for this purpose.
>
> In December, I switched from Vodafone to O2 because I get a better
> signal with O2 over here. I was reluctant to do so as I had been with
> Voda for many years, but I got a decent Simplicity tariff from O2, and
that was fine.
>
> Unfortunately, however, when I went to replace a SIM card in my N82,
> the holder in which it sits came off in my hand, and I was unable to
> put it back, so therefore couldn't get the card to lie in its slot so
> it could connect.
>
> I took the phone to my nearest O2 dealer, explained what had happened,
> and specifically requested they did not touch the software on it,
> merely repaired the SIM card holder. They knew it was an unlocked and
> unbranded phone. Now this is a very important point.
>
> One week or so later, their Repair Centre rang to say that the phone
> could be fixed if I was willing to pay £28.81. I asked if the SIM
> card holder had been fixed, and that everything else on the phone was
> as I had left it, that is, Talks etc. They said it was, so I paid the
fee.
>
> When the phone came back a week later, I was shocked to discover an
> N86, locked and branded to O2, sitting in a flimsy box. I contacted
> the store and Repair Centre at this point. I was told that O2 do not
> accept unlocked and unbranded phones for repair, and that mine had
> either been lost, destroyed, or flashed, meaning my software had been
wiped.
>
> A very long and drawn out period then ensued. The Store Manager, who
> had been initially very helpful, suddenly went on leave following a
> bereavement, and his Area Manager took over, a less helpful person. I
> refused to accept the N86 given it was locked, branded and
> refurbished, and didn't even come with a charger which is different to
that on an N82 anyway.
>
> I sought legal advice, and that got things going in my favour.
> Yesterday, the Area Manager received the letter I had been advised to
> write and copy to various departments of O2, so they were willing to
> listen to reason. Glenn Tookey at S and S had given them costings for
> an N82 that he still has a few of, plus putting Talks onto a phone etc,
but they weren't really interested.
>
> During a conversation I had with the Area Manager yesterday, where I
> advised him he had to settle the dispute within 14 days, he said he
> wished he could give me any handset, but was limited in what he could
> offer. He happened to
> say: "I'd give you an iPhone, Blackberry, anything if it was helpful
> to you". When he said iPhone, I decided instantly that it would be my
> best route. I've always resisted going down that road, and am happy
> with my iPod Touch. But when he offered me an iPhone fourth
> generation 32GB, with my current Simplicity tariff plus an extra five
> quid for an unlimited data plan, I took it. He didn't know about
> VoiceOver, and wondered how a blind person would use an iPhone, which
> is why he'd never offered me one in the beginning. I explained how it
> works, and that Apple has a commitment to accessibility.
>
> So everyone, the moral of this story is that if you have problems with
> an existing Nokia phone which contains your Talks or K-Reader
> software, don't assume it will go to Nokia to be repaired as I did.
> Don't also assume that a carrier like O2 will accept an unlocked or
> unbranded handset, because they don't. And be prepared for a run-around
if it goes wrong.
>
> I am not keeping too well at the moment with my back, and this took a
> lot of energy and stress to deal with. But I made O2 give me
> something suitable in the end. I could have stuck with the
> refurbished N86, but I already have an N86. I felt that taking the
> iPhone for £20 a month on my current tariff with the inclusion of
> unlimited WiFi and Hotspots, 600 minutes and unlimited texts on a SIM only
contract was the best I could get.
>
> So, as my iPhone is coming within the next few days, I'm going to join
> those of you who are working your way through the steep learning curve to
use it.
> An iPod Touch is one thing, but an iPhone is a bit more than that, so
> I'll certainly welcome any help if I shout for it.
>
> Sorry for such a long rant, but there are things worth noting as I've
> discovered over recent weeks.
>
> Kind Regards,
>
> Jackie Cairns
> J&M Work-Ability
>
> jandm@xxxxxxxxxxxxxxxxxx
> www.work-ability.co.uk
>
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